Truphone SIM Critical Information Summary

Information about the Service

 

Description of the Service

Truphone SIM is a national and international mobile telecommunications service including voice, text and where available 3G data services based on the capabilities of a multi-IMSI SIM card. We provide the Service to you on a prepayment basis.

 

Offer bundling arrangement

The Plan is not dependent on Bundling to any other Telecommunications Services.

 

What's included

The Truphone SIM is a pay as you use service, and includes $15 call credit to use for national and international voice, text and where available 3G data services. Additional credit can be purchased to pay for these services.

The charges below apply for usage in Australia:

  • National standard call (landline or mobile): 9c/min
  • National SMS up to 160 characters: 9c
  • Mobile internet: 9c/MB

International call and data rates are available at www.truphone.com

 

What's not included

The Services do not support calls to paging or faxing services; satellite numbers; video calls; MMS and video MMS. Calls to premium rate numbers, non-geographic numbers, and all other special numbers (e.g. directory assistance, freephone numbers) are available on this Service but charged at higher rates.

 

Minimum Term

This is a Prepaid plan with no minimum term. Prepaid credit does not expire, so long as you continue to use the service every 180 days, the term will continue.

 

Information about Pricing

Total Minimum Monthly Plan cost

There is no minimum monthly plan cost. Truphone SIM is a pay as you go service. Additional credit can be purchased for the Truphone SIM. A minimum top-up value of $10 applies.

 

Total Maximum Monthly Plan cost

There is no maximum monthly plan cost. Truphone SIM is a pay as you go service.

 

Early termination

With a Truphone SIM there is no minimum contract, so you can cancel the service whenever you want. There is no fee for cancellation. You must, however inform us in writing, giving us your name, address and telephone number. You must also return the SIM card and any associated products to us at your own cost and risk before the cancellation takes effect. Any remaining credit unused at time of cancellation will be forfeited.

  • Cost of Standard national 2 min call in Australia: 18c/2 min call
  • Cost of Standard national SMS in Australia: 9c/SMS
  • Cost of 1MB of Data in Australia: 9c/MB

 

Other information

For further information about Truphone SIM services visit our website at www.truphone.com

 

Usage information

There are a number of ways to check your balance and usage on your Truphone SIM:

  • via voicemail - dial 303 on your Truphone SIM and follow the prompts
  • on screen - Press *124# on your Truphone SIM to display your balance on screen
  • Online - Login to My Account on the Truphone website and enter your Username and Password to view your usage

 

Using your services overseas

The unique feature about the Truphone Service is the ability to be charged local rates for calls in certain identified countries outside Australia. Where you have chosen to purchase a membership package you will be entitled to have access to local tariffs for your SIM in those identified Truphone supported countries and provided you have paid the necessary subscription for this facility, you will be able to make and receive calls on your Truphone SIM at local call rates in those Truphone supported countries. Where Truphone does not have an arrangement with a specific country for the purchasing of local rates, then you may still use your Truphone SIM but this will be on a roaming basis. You may incur additional charges for this roaming ability including for the making and receiving of calls whilst roaming.

We recommend you check whether local tariffs or roaming charges are applicable for the country you intend to use the Service in before you travel to that country. For a full list of Truphone SIM rates please visit our Rate checker.

 

Customer Service

You can call Customer Service by dialling a short code from your Tru SIM, or dial the local number in any of our Truphone Countries.

Australia:

  • Short Code Customer Service: 707
  • General Enquiries: +61 2 8999 4200


UK:

  • Short Code Customer Service: 707
  • General Enquiries: +44 (0) 203 318 0742

USA:

  • Short Code Customer Service: 707
  • General Enquiries: +1 646 360 1689

Alternatively, you can email Customer Services at: help@truphone.com

 

Customer Complaints

If you have any complaints or feedback about the Service you should send them in the first instance to help@truphone.com or contact us on 707 from your Truphone SIM (free from a Truphone Country, standard rates apply when calling from non-Truphone Countries) or +61 2 8999 4200 from any other phone (standard call rates apply). Our customer services team will assist you and will try and resolve the issue as quickly as possible.

Should you wish to access our Complaints Policy and procedures, these can be found on our website.

 

Telecommunications Industry Ombudsman

Truphone will endeavour to resolve all issues in a timely manner. If we are unable to resolve your complaint satisfactorily, you can contact the Telecommunications Industry Ombudsman. You can lodge a complaint with the Ombudsman online at www.tio.com.au/about-us/contact-us or contact them by telephone on 1800 062 058; by facsimile on 1800 630 614; by post at PO Box 276, Collins Street West, VIC; or in person at Level 3, 595 Collins Street, Melbourne VIC.

This is a summary only – the full legal terms and pricing for this plan are available at www.truphone.com.

 

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